Corporate Vice President - Service #66056

  • Competitive
  • Cleveland, OH, USA Cleveland OH US
  • Permanent, Full time
  • New York Life Insurance Company
  • 18 Mar 18 2018-03-18

Corporate Vice President - Service #66056

New York Life Insurance Company ("New York Life" or "the company") is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.

New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion. As of year-end 2016, New York Life's surplus was $23.336 billion**. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody's Aaa; Standard & Poor's AA+. (Source: Individual Third Party Ratings Report as of 8/17/16).

Financial strength, integrity and humanity-the values upon which New York Life was founded-have guided the company's decisions and actions for over 170 years.

We are seeking a dynamic and forward-thinking leader in Life Insurance solutions at our Cleveland or Dallas Service Center. The Corporate Vice President will be responsible for managing a team of approximately 6 managers (directly) and 85 customer service representatives (indirectly.) Key responsibilities are to develop, direct and lead the call center and processing teams to achieve our business objectives.

  • Lead and coach a team of Customer Service Managers
  • Set the standards and expectations with regards to quality monitoring, calibration sessions and coaching feedback with each assistant manager.
  • Create an environment where team members are responsive to customer needs and meet the department performance standards and objectives.
  • Identify training needs and develop and deliver documented plans to achieve and exceed goals.
  • Daily, weekly, monthly, YTD reporting on team and individual performance.
  • Administrative procedures and policies.
  • Create ideas and solutions where significant problems or issues exist.
  • Demonstrate strong oral and written communication skills with ability to lead group meetings.
  • Prepare and deliver written mid-year and year end performance appraisals.
  • Ensure appropriate allocation and coordination of human resources including forecasting future needs, handling complex human resource problems and making policy decisions.
  • Provide and drive delivery of exceptional customer service through team members and self.
  • Ability to utilize innovations, creative and visionary thinking to achieve desired results.
  • Consistently demonstrate a positive and strong leadership role by creating a positive work environment, recognition program, engaging & empowering team members consistently, fairly and with Integrity.
  • Demonstrate expert knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results.
  • Partner with the management team to create and drive strategy for the Service Center.

Desired Skills & Experience :
  • Bachelor's degree required; Finance or Communications or Business preferred
  • Experience managing productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies
  • Industry recognized courses and designations (ie. like LOMA but not limited to). Certifications (i.e. Call Center Associate Certification) and other relative activities highly preferred
  • Excellent verbal and written communication skills along with listening skills
  • Positive, customer focused attitude with a desire to exceed customer expectations, as well as develop team members
  • Strong technical and analytical skills required (Proficient PC skills including Word, Excel, Outlook with the ability to navigate multiple applications)
  • Development of departmental objectives for the team to ensure task completion; coordinates work activities with other supervisors



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* Based on revenue as reported by "Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual)," Fortune Magazine, June 17, 2016. See for methodology.
** Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company's long-term financial strength and stability and is presented on a consolidated basis of the company.

1. Operating earnings is the key measure use by management to track Company's profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments.

2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.